Senior Customer Success Manager

Role Purpose:As a Senior Customer Success Manager, you will own a portfolio of enterprise and mid-market customers across North America, ensuring they realize measurable value from Jumio’s identity verification solutions. This role is responsible for driving customer health, retention, adoption, and executive engagement by deeply understanding each customer’s business goals, tracking outcomes, and proactively identifying risks before they impact renewal or expansion.Role Value:This position is central to Jumio’s ability to retain and grow strategic customer relationships. The Senior Customer Success Manager serves as the connective tissue between the value promised during the sales process and the value customers achieve after implementation. By partnering closely with Account Management, Onboarding, Product, and Support, this role ensures customers are fully adopted, seeing quantifiable ROI, and positioned for long-term success. The Senior CSM will also help shape Jumio’s evolving Customer Success motion during an important period of transformation.Example Responsibilities:Own the health of a portfolio of enterprise and mid-market accounts across North America, including clear visibility into green, yellow, and red accountsMonitor customer health signals such as product utilization, support trends, NPS, executive engagement, and contract consumption paceIdentify early warning signs of dissatisfaction, underutilization, or disengagement and proactively develop action plans to mitigate churn riskBuild and maintain success plans aligned to each customer’s business goals, ensuring they remain current as customer needs evolveTrack and communicate business outcomes, including pass rates, conversion improvement, fraud reduction, compliance impact, and overall ROIPrepare and lead regular business reviews that drive decisions, reinforce Jumio’s value, and support renewal and expansion readinessPartner with Account Managers on renewal and expansion opportunities by providing customer insight, value narratives, and data-backed business casesPartner with Onboarding and Implementation Managers during post-go-live transition to ensure customers reach full adoptionEnsure customers are using the products and features they purchased, and proactively introduce underutilized capabilities where relevantTrain new users as customer teams grow or change, and keep customers informed on relevant product updates and new functionalityBuild multi-threaded relationships across customer organizations, including executive stakeholders, business leaders, day-to-day users, and technical teamsIdentify and nurture customer champions who can advocate for Jumio internally and participate in references, case studies, advisory boards, or user groupsOwn customer escalations when product gaps, unresolved support issues, or recurring concerns impact customer outcomesPartner with Product and Support to close the loop on customer feedback and ensure customers understand what actions Jumio is takingMaintain accurate customer health, risk, adoption, and engagement information within Jumio’s Customer Success tools and internal systemsRequired Experience and Qualifications:7+ years of Customer Success experience within a B2B SaaS environmentProven experience managing enterprise accounts with $500K+ ARRDemonstrated track record owning customer health, retention, renewals, and customer outcome managementExperience conducting executive-level business reviews that focus on outcomes, ROI, and strategic decision-makingStrong commercial acumen with the ability to connect customer health, adoption, and value realization to revenue retention and expansionHigh level of data fluency, including experience using product usage data, customer health metrics, and ROI narratives to drive actionExperience building and maintaining customer success plans, health frameworks, and account-level risk mitigation plansStrong communication and executive presence, with the ability to engage C-suite stakeholders, business leaders, technical teams, and day-to-day usersProactive, ownership-oriented approach with the ability to identify and address risks before they become customer escalations or renewal issuesNice to Have:Experience in identity verification, KYC/AML, fraud prevention, fintech, regtech, or a related industryFamiliarity with API-based or technically complex SaaS productsExperience using Customer Success platforms such as Planhat, Gainsight, Totango, or similar toolsExperience working in a PE-backed, high-growth, or transformation-oriented environmentPrior experience helping build Customer Success playbooks, QBR frameworks, health score models, or customer value realization processesCompensation:The hiring range for this position is from $146,996 to $160,900. This is based on Jumio’s US national salary band for the role. Geographical adjustment is applied for tier 1 locations and more may be available based on your skills and experience. This position also qualifies for